"London
City
We recruit from those who visit London City and get involved with its community. It works best for all concerned, when a familiar face joins the Support Team.
You do not need to be an expert! Friendliness is much more important to new residents joining Second Life. Our team is connected with each other via a chat-ap, so they can quickly find out information and resources, when helping residents.
You do not need to be an expert! Friendliness is much more important to new residents joining Second Life. Our team is connected with each other via a chat-ap, so they can quickly find out information and resources, when helping residents.
We do not usually recruit groups of friends, as this can cause cliques, which we try to avoid. We will not recruit active members of Bloodlines and other Vampire Roleplay games.
We encourage our existing Support Team to recognize emerging talent. You you might like to reach out to one of our team to register your interest, or to ask them about what is involved.
We encourage our existing Support Team to recognize emerging talent. You you might like to reach out to one of our team to register your interest, or to ask them about what is involved.
London City is an Official Linden Lab: Community Gateway and you should familiarize yourself with this program: see https://community.secondlife.com/blogs/entry/2179-open-the-gate-the-community-gateway-program-that-is/
ROLE PROFILE: LONDON
SUPPORT
PAY: Whilst the role of Support itself is unpaid, all members of the team may choose to host at paid events in London City, such as bars and clubs by hosting or DJing, or being part of the London City Players team (guaranteed minimum of 250L per 1 hour show). Those putting in longer hours to the support role may also be eligible for up-to 50% discount on residential land parcels in the estate.
AGE: 60+ days
HOURS: Minimum of 4 per week. (8 hours for 'rental subsidy')
PROSPECTS: Every
member of this team begins in Support.
Our region managers, club hosts, club managers, performers etc, all began as Support staff. We do not
guarantee that by joining Support, you will automatically go on to other
duties, but the Support role is the central reservoir that leads to other projects and jobs.
ROLE: The role of
'Support' is to be a trusted source of information and to help new residents
learn fundamental skills.
This may include how to use their inventory, purchase new
items from the freebie shop, block
users, unpack and rez, whilst also making residents aware of the facilities within London City
We do not spoon-feed new residents. We do not pass inventory or landmarks. We teach users how to use 'SL Search', whilst
remaining mindful that the merchants of London City
You will need to develop intuition to distinguish "the
wood from the trees", and to concentrate on the new users who genuinely need help, because sometimes you are surrounded by older avatars, 'noob chasers' and new user Alts.
You must have the ability
to ignore experienced but non-progressive players who come for the
drama, rise above the baits thrown at you and have the ability to realize when
someone is trying to manipulate you because they have taken a dislike to
someone else.
You are an ambassador for London City
ENCOURAGE: Exploration of London City. We have many sights to see, areas to explore and stores to shop in. Never s
RETENTION: If you are showing a new resident how to use search, please ensure they have first created a landmark for London City, so they can return. Please make them aware of themed events, club times and concerts, so they know when to expect interaction with other users in a party environment. The London City blog is the best place to find such information.
FUN and INFORMATIVE ATMOSPHERE
We strive to make London City, the best initial experience for all new users.
We hope our Support Team will offer friendly interaction during this all important first visit to Second Life. Friendliness is much more important than any other quality! Besides, if you don't know how to do something yourself, you can ask other members of our team for assistance via our private help portal.
For this role, you need to be immensely patient, fun, friendly, spontaneous, level-headed, and to be able to juggle these skills and competencies to impart vital information.
We hope our Support Team will offer friendly interaction during this all important first visit to Second Life. Friendliness is much more important than any other quality! Besides, if you don't know how to do something yourself, you can ask other members of our team for assistance via our private help portal.
For this role, you need to be immensely patient, fun, friendly, spontaneous, level-headed, and to be able to juggle these skills and competencies to impart vital information.
If you are someone who enjoys helping others and you possess a
sense of humour, which allows you to smile at irony and not be wound up by the
classroom clown, then this is the role for you!
About London Support
As Support you will be friendly and approachable at all
times. If you are not feeling friendly
or you have had a stressful day, please do not Support for that day.
Your job is to assist others to take the first steps in
Second Life and to get the most out of the London City
Although you will advise others about Terms of Service
(TOS), Community Standards (CS) and the London City
What is a Support Agent?
You are usually one of the first people a new resident will
meet. It is essential that you make a good
impression.
You will be in control of the situation, you should lead the new
resident, they don't lead you. If a conversation starts to go down the wrong
path, you have to bring it back on
track.
Usually, most unpleasant situations can be dealt with by
explaining to a resident that they haven't beamed into World of Warcraft and
that Second Life is a community of people who make friends, travel, build, buy,
sell and act sociably with each other.
New members of Support staff are not initially given governance powers. We need to know if you are able to resolve situations on your own, without resorting to nuking piffling annoyances.
About Estate/Governance Powers:
Never use either Eject or Freeze unless you have first
spoken to the resident and secondly AR'd them and thirdly, you can see no other
solution. UNLESS it is obvious and flagrant griefing. You must always Abuse Report griefers. It helps the lab to create a profile.
Please, always try to reason things out. The moment you press the Eject button, you
have lost the argument. You have given
up trying to negotiate. This is a reputation we are keen to avoid.
Here are some things you can use as a first line of defense
against people trying to annoy you:
People will annoy you.
MUTE them. It is a wonderful tool
and you need never hear from them again.
People will bump into you.
Get yourself a lock device or sit on something. You cannot be pushed when you are sitting
down. Please /NEVER/ use a shield that
fries people if they bump into you. They
are considered a weapon.
Someone is trying to bug you for the sake of it, put
yourself in Busy mode.
HOW TO MUTE A RESIDENT
This can be achieved by right clicking on the resident,
bring up the pie menu and scroll around the menu to the mute option.
HOW TO ABUSE REPORT
ABUSE REPORTS - COMMONLY CALLED - AR's
Whenever you see anyone violate the Terms Of Service (TOS),
or the Community standards (CS or Big Six), or the Welcome Area Guidelines, you
should file an abuse report. And so should every resident present. You should show them how to Abuse Report.
Select a category - if in doubt, choose OTHER.
If it's an object, use the blue button above the category
box, and then left click on the object, if you can. That will include details
about the object, it's exact location and the owner.
Fill in the summary as clear and short and simple as you
can. Include the offender's name. Try to
be clear:
Joe Public, repeated bad language, shoving and nudity.
Sue Avatar, weapons fire in no-combat zone.
Rather than..
Joe Public - being a idiot
In the details section, put in anything you think is
relevant. You can include chat history.
If it's visual, you can use the INCLUDE SCREENSHOT checkbox.
The screenshot is whatever your camera was looking at when you opened the
report window.
>> Teach others
to MUTE, TURN OFF PARTICLES AND HOW TO ABUSE REPORT.
===========================================================
REMOVING RESIDENTS HUD
===========================================================
EJECT & GROUP KICKS / TEMP BANS
This facility is ONLY given to experienced Team
Members. It is not standard inventory
given to all staff, please do not apply to team thinking you will get this
permission.
When using this device, you agree that you have already made
all reasonable attempts to diffuse a situation. Banning people because they are personally
annoying you is not acceptable. For
minor disruptions you will show others how to mute/block/derender.
Banning people ups the ante and can cause more serious incidents.
Please IM users, do not use Local Chat for issues pertaining
to governance.
If a user is NON-DAMAGING to the estate, you should EJECT
them multiple times before resorting to banning.
A non-damaging user may be: Excessive Gestures, Argumentative,
Playing music over mic, shouting, defaming, fanaticism. In extreme cases these users might also be
considered damaging. You need to evaluate.
A user is ALWAYS considered damaging if they use: Graphics
Crashers, Group Inviters, TP Lures, Distributing suspect items,
Advertising, inciting others to spoil
enjoyment, obviously hateful towards the estate and staff, mass spamming, friendship spamming to lure,
vampire biting, sending phishing links (these are different from youtube
links!).
------
(E)ject - Enter the
user UUID and the HUD will remove the user by:
i. Sending the user Home.
If the user has home set in London
City
ii. Teleport them to a Safe Hub.
When ejected a user can return. They are not banned, nor are they removed
from groups.
You may need to eject a user if they are constantly running
people over, if they are in a vehicle in the hub and are AFK for a prolonged
time. (Ejecting also removes the temp
rez items).
As always, you agree when you use this device that you have
made all reasonable attempts to contact the user, unless it is blatant
disruption aimed at spoiling other peoples enjoyment. When that happens, it is permitted to eject
without making prior contact.
When all else has failed, or in your view the user is
Damaging to the estate, you may need to use the Ban option.
You MUST remember that Bans (on any level from local to
estate) kick the user from EVERY SINGLE GROUP operated by London City
(B)an - Enter the
UUID and the HUD
The amount of days:
0 = 1 hour, or 1, 2 ,3, 4, etc days..
The reason for the ban.
You have 128 characters, please describe what happened. "Troll" is not considered a
descriptive reason.
The one hour option may be of use for a persistent user who
has worn out their welcome and won't keep away despite multiple ejects. Even so, remember that a 1 hour ban, Kicks
from all groups.
Note that we do not remove users just because they are a
troll. Like it or not, trolls are part
of second life. Our job is not to
sanitise the world for visitors.
Likewise, sometimes people are boisterous. This does not make them trouble, it just
makes them loud. We do not work in a
library, if you or others are having a bad day, take the day off, it's better
for everyone. Remember, teach people
how to Mute/Block/Derender. We're not
the police.
Always be mindful of older players with Payment Info on file
and probably lots of friends in their lists.
These residents will always tell their friends of their experience in London City
Please do not get used as a pawn or be governed by visitors
who are aware of your ban rights, to exact revenge on people they personally do
not like.
We reserve the right to ask you about your bans and the
strategy behind them.
COMMON SENSE CLAUSE
Earlier in this tutorial we mentioned you should always
contact a user by IM before removal.
There are obvious exceptions.
When an avatar is obviously here only to disrupt with spam, racist
ranting, wearing a sim sized object. You
do not need to contact them. The
priority is to remove them.
ABUSE OF POWER
Our team must be accountable for their actions.
We encourage visitors to file a support ticket (via this blog) with us when they
believe they have witnessed a deliberate abuse of power:
THAT'S IT!
Well that just about covers it! We hope to hear from you soon!.
8< ------ APPLICATION 8< ------
(1) SL Account Name:
(please ensure this is your user name not your display name)
(2) SL Age in days:
(3) Country of Residence:
(4) Languages you speak:
(5) Are you able to be here to help on a regular basis?
(6) Day(s) of week you are most likely to be available:
(7) Hours (please use PDT/SL time) that you are available to help: FROM: TO:
(8) This is your chance to say why you are suited for this role and why do you want to be London City Support staff:
(9) Anything else you want to add?
(10) Disclosure: If you work at clubs, info hubs, other regions etc, this does not preclude you from volunteering at London City
(11) Have you read and understood the London City Covenant?
(12) Please sign this with your account (legacy) name and date it here:
8< ------------------------------------------- 8< -------------------------------------------
8< ------------------------------------------- 8< -------------------------------------------
Thanks to Rails Bailey for contributions to this
article.
This forms part of the creative works and intellectual
property of London City Estate. You may not copy, distribute, modify, adapt or
translate any content of this document. It is not available under the Creative Commons
(c)2018 Torric Rodas, All rights reserved.
(c)2018 Torric Rodas, All rights reserved.
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